1. Double-Check the Form Submission Process:
It seems like Square has flagged your account due to previous CBD sales, but since you've filled out the required form twice, there might have been an issue with the submission process itself. You can do the following:
- Verify the Submission Method: Check if you’re filling out the form through the correct portal or email Square requested. Sometimes, forms submitted incorrectly may not trigger the necessary updates in their system.
- Confirmation Email: After submitting the form, you should receive a confirmation email. If you didn’t get one, it's possible the form wasn’t processed correctly. Ensure you're using the correct email and information as requested by Square.
2. Provide Documentation of CBD Removal:
You may want to gather any proof that CBD products have been removed from your store for several years. This could include:
- Screenshots of your store’s current inventory showing that no CBD products are for sale.
- Documentation of the original products you sold (the CBD soap and Chapstick), with dates confirming they were removed.
- Email exchanges or communication confirming that the products were taken off the website years ago.
3. Create a Clear Case with Claim Ticket Numbers:
Since you have two claim ticket numbers, you can:
- Reference those ticket numbers when contacting Square’s customer support again. This will help them understand your issue faster and might give you some leverage to escalate the matter.
- Ask for Escalation to a Higher Tier Support Agent: When you contact Square again, request to speak with a specialist or manager who has the authority to review and prioritize your case. Make sure to explain the history and provide the supporting documentation mentioned earlier.
4. Request to Review Your Account by the Fraud Department:
It seems that your issue is being flagged by Square’s fraud detection systems. In this case:
- Follow up specifically with the fraud team, asking for an internal review of your account’s status. Make sure they understand that the CBD products were removed years ago and that you’ve been compliant ever since.
- Clarify Your Current Business Practices: Reaffirm that you do not sell any restricted items now, and explain that you're waiting for a resolution in order to continue operating.
5. Use Square’s Social Media Channels:
Sometimes, escalating issues through Square’s Twitter or Facebook support channels can speed up the resolution. If you haven’t already, try reaching out publicly (mentioning your claim ticket numbers) and ask for them to escalate the issue. Public interactions often get quicker responses.
Hopefully, this helps direct your next steps in resolving the issue! It sounds like it’s more of an internal Square process that needs to be escalated. Keep pushing and providing clear documentation to support your case.
